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Date/Time: Thu, 18 Apr 2024 18:56:32 +0000

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From TT: We are currently investigating order routing issues for CME

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[2021-03-03 04:56:51] #150 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
(I’m just going to assume that making their priority Xtrader clients ‘whole’ will come at the expense of the small fish), This is actually not the case. Sierra Chart Support - Engineering Level Your definitive source for support. Other responses are from users. Try to keep your questions brief and to the point. Be aware of support policy: https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation For the most reliable, advanced, and zero cost futures order routing, change to the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2021-03-03 04:57:55

[2021-03-03 20:31:32] #151 [Go To First Post]
user_xyz - Posts: 369
WOW! This is impressive. Talk about doing the right thing and restoring faith to it's customers. Well done AMP you saved a customer with me, and I'm sure 1000's of others. AND SC if you had any hand in making this happen thank you. This seriously made my day along with having a killer $$$ day trading. Hello. We would like to begin by thanking you for your patience while we worked thru this recent TT Outage situation. You can review the Full TT Technical Error Report Here: https://support.ampglobal.com/hc/en-us/articles/1500002838222 Unfortunately, TT has rejected our formal request for compensation due to their Technical Error...so, AMP-Sierra is doing the right thing and processing a credit on your AMP Statement tonight for the orders/positions that we have identified as causing negative trading PnL on your account due to this TT Outage. To finally close this matter - You will see the credit on your statement tonight: TT Outage - AMP-Sierra Credit Thank you again for your patience and we appreciate have you as our customer! Happy Trading! Date Time Of Last Edit: 2021-03-03 20:38:13

[2021-03-03 20:39:24] #152 [Go To First Post]
User937576 - Posts: 24
Yep NeosafeAK, I applaud AMP and SC for working together on this mess caused by TT. It's unbelievable, TT is admitting it was their fault in their own report, yet refuse to compensate for losses caused by the Technical Error in their system??? This needs to go more public - who would wanna do business with these pieces of sh*t ever again?

[2021-03-03 20:54:33] #153 [Go To First Post]
GreyLock58 - Posts: 168
If TT can refuse compensation due to their fault, then what will happen when Sierra Charts completes their Direct CME Routing Service. Let's say something technical similar to what happened with TT. Will traders be compensated? I for one will never use TT for anything.

[2021-03-03 22:13:25] #154 [Go To First Post]
user_xyz - Posts: 369
I'm friends with our state senator, and other public figures that have access to the press. With the heat/spotlight on Robinhood/Melvin/Citadel/$4-OrderFlow/Retail Traders at the Senate Finance Committee and that entire mess I've been waiting to discuss this issue with them, based on resolution or not. It absolutely deserves to be investigated with the laws changed to hold companies accountable. This is even more preposterous than the above mentioned scenario. We have ghost trades unwillingly placed in accounts, accounts locked for a week, reconciled at a loss, and the company (TT) isn't responsible, without restitution? As a 20+ year trader it's inconceivable typing that that sentence. Think about the potential fraud and ramifications of this going unchecked? My suggestion for everyone impacted and what I'm going to do. Our society is quick to criticize and slow or never to complement. I've blocked out 1 hr of my day to post in every online forum, social media, trading platform review sites, etc to praise AMP/SC in their handling of this situation it's commendable and good vibes should said. I also have accounts at IB and can say with the few issues I've had they've always made it right. CEO Thomas Petterfy publicly took blame with their 'glitch' when oil went negative and racked up millions in losses for customers, he reimbursed them. Companies that stand behind their product, take ownership for their mistakes, and consistently do right is where you want your money. I'll post my drafted comments here for anyone interested, again I'm really impressed they are doing this. In the meantime Bonds continue to swing the wrecking ball lol...

[2021-03-03 23:52:42] #155 [Go To First Post]
User937576 - Posts: 24
Agree 100% with Neosafe. The more I think about it, the more I'm in disbelief: TT admitted it was their fault, yet denied responsibility, and refused compensation... it's like stuff out of pink sheet bucket shops 100 years ago or something, just in plain sight. I'll be finding time to try and put the matter under the spotlight on fintwit and other social platforms too.

[2021-03-05 04:43:04] #156 [Go To First Post]
User663121 - Posts: 7
@ Neosafe Have you received the full credit from AMP? I loss $2700 but they only credited me 10 per cent! This is fu*king joke, I am pulling out of Amp now, this 10 per cent credit is abslutaly unacceptable, Dose anyone else has the same issue? Did amp fully refund you ?

[2021-03-05 05:11:16] #157 [Go To First Post]
Sierra Chart Engineering - Posts: 104368
Have you received the full credit from AMP? I loss $2700 but they only credited me 10 per cent! We recommend explaining how you determined this amount, and if this was the amount specifically as a result of the incident, and sending that to AMP. If TT can refuse compensation due to their fault, then what will happen when Sierra Charts completes their Direct CME Routing Service. Let's say something technical similar to what happened with TT. Will traders be compensated? In regards to this, the order routing will be designed in such a way, that faults/issues will be nonexistent or near zero. The order routing will not have any automatic order submission. So there will not be any support for automatic liquidation under any condition. This is just something that would not be offered. Instead alerts that the clearing firm can respond to will be provided. If there is something that goes wrong, due to a programming error on our part and results in a loss, we would review that case, and any compensation, would be proportionate, to the income received over a reasonable amount of time from the service from the trader or group of traders depending upon the circumstances. So in other words the compensation for a loss could not be exceeding, what has been paid for the service. The greatest risk is automatic liquidation and failures with that. This is why that feature would not be offered. Otherwise, other significant failures could be: Inability to submit an order which would be a very low probability and in that case, orders could always be submitted and managed through CME firm soft. So in a situation like that, the risk can be mitigated. Lack of controls over order quantity causing a trader to put on a position greater than allowed by margin or position limits. The potential for this really should be nonexistent. Especially being multiple checks would be provided. Margin check, product check, product limit, overall position limit. Position misreporting. We would expect this to be a rare or nonexistent issue. And there is already a mechanism to insert correcting order fills in a situation like this. The most likely circumstance would be a problem of a missed fill. Or a problem with processing a trade correction or trade cancellation for a multi-legged security. This is a very rare scenario though. Position misreporting should not result in a loss because if you see a position which is not accurate based upon your own calculations and what you know the position should be, then you just need to check with your broker or another source to confirm that the position is what you think it should be. Sierra Chart also provides two different methods of position calculations. It can use what is externally provided, or the Order Fill Calculated Position: Trading Information Windows: Using Order Fill Calculated Positions In Special Cases Sierra Chart Support - Engineering Level Your definitive source for support. Other responses are from users. Try to keep your questions brief and to the point. Be aware of support policy: https://www.sierrachart.com/index.php?l=PostingInformation.php#GeneralInformation For the most reliable, advanced, and zero cost futures order routing, change to the Teton service: Sierra Chart Teton Futures Order Routing Date Time Of Last Edit: 2021-03-05 13:25:33

[2021-03-05 07:37:17] #158 [Go To First Post]
User156295 - Posts: 104
Hello So in other words the compensation for a loss could not be exceeding, what has been paid for the service. Could you give some short hypothetical example (unprofitable for user) i.e. how it would look in terms of compensation? What does it mean "what has been paid for the service" in terms of lost cash due to errors with routing. I am asking from the point of view of end user even if it is unfavorable but important here is full awareness of situations.

[2021-03-05 08:54:38] #159 [Go To First Post]
User236347 - Posts: 21
AMP is an absolute JOKE. The net result of this TT Error was over a $2,500 realized loss on OPEN swing positions, and an additional $200+ the next day when they were clearing/flattening accounts. This is the email I received.... "Good News is....We have reviewed all the trades on your account and have found that the affected orders/positions by the TT Issue actually realized a POSITIVE PnL on your account (you made profits due to the TT error), so No Adjustments or Credits Warranted. To finally close this matter - The Positive PnL will remain on your account. No Further Action is required." ..-. ..- -.-. -.- -.-- --- ..- ... --- .... .- .-. -.. .- -- .--. According to them, I netted +$380 based on "REAL closed/executed trades"... "Here are the identified affected orders - Any other orders/positions showing on the platform is exactly what the TT error was...it re-instated old positions and created None-REAL positions on the platform. Any other orders or fills in the logs - were FAKE/Error by TT or the AMP Risk team manually updating the platform to match CME These orders below are the only REAL positions affected by TT error. TT Platform was NOT accurate. Only AMP Statements were accurate...and these are the affected REAL trade fills (below) This was 100% TT error..they have not denied it…we can not comment on TT’s position about refusing to compensate our customers for the losses incurred by their error - but we are here trying to help. We can only help with REAL closed/executed trades….which is the credit amount we have processed. " --------------------------------------------- And today I noticed that I have an issue with an open position mistake on my last 3 statements - a position I opened on 3/2 at 16:49 and closed on 3/2 at 18:07 was actually listed as being OPEN on my 3/2 and 3/3 statements, then appeared on the 3/4 statement (where it was then closed) - however... my account was FLAT at then end of each day... Whether this is a simple misstatement/correction on their part or whatever... I AM DONE. I called the night trade desk...and he told me there was nothing he could do, "I'm just the night desk"... "I can only see current account statements" I tell him it is a current issue, and give him my account number... "Yeah, I don't know why they have a debit (loss) for the statement. You might want to email _____________" I explain that emailing has been slow/useless for all other issues... and I need a quick resolution...otherwise I'm not able to trade (if I can't trust my screen .... and now statements.... what exactly am I supposed to do except NOT TRADE) He sympathizes...says, "you should try reaching out to chat support." I laugh and tell him they just give the same answer... "We can't help, we're just chat support." ... I ask him to tell me exactly who CAN help me... and when, because calling the regular hours trading desk just gets me rude/condescending non-answers every time I had called about the TT issue... He tell me to "reach out to Daniel Martin" I explain that I have tried to reach him on multiple occasions, I've supposedly been transferred to speak to him several times, but the phone will just keep playing hold music until it disconnects EVERY SINGLE TIME. He sympathizes again, and tells me my best bet is to email those accounts he mentioned and wait to hear back later.... --------------------------- @User663121 Be grateful you even got 10% .... (I received NOTHING) -------------------------------------- Since I already paid all of the fees for this new month, I will keep using my SC/Denali setup for trade information... but will execute on Tradovate instead. At the end of the month, I will try and talk to Dorman about opening an additional account to potentially transfer the AMP account money and get SC set up with them... or just keep using tradovate...ugh. Date Time Of Last Edit: 2021-03-05 09:19:48


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[2021-03-05 10:05:55] #160 [Go To First Post]
User816220 - Posts: 80
AMP credited me the full loss (except commissions, interestingly enough). I guess my situation was pretty straight-forward to calculate, having not traded at all while TT was reporting false positions. I have to give them credit for this. I'm under the impression that AMP had zero obligation to eat a single penny of TT's fuckup, but they did. Hopefully those with messier situations can get it resolved satisfactorily too.

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